DEFINITY® ProLogix™ Solutions Release 2.
Copyright © 1997, 1998 by Lucent Technologies. All rights reserved. For trademark, regulatory compliance, and related legal information, see the copyright and legal notices section of this document.
Copyright and legal notices Copyright 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.
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Copyright and legal notices Commence is a trademark of Commence Corporation. Octel is a registered trademark of Octel Communications Corporation. PagePac Plus is a registered trademark of Harris Corporation. PhoneLine is a registered trademark of CCOM Information Systems. Bay Networks is a registered trademark of Bay Networks. Paradyne is a trademark of Paradyne Corporation. Ascend and Pipeline are registered trademarks of Ascend Communications, Inc. Hypercom is a registered trademark of Hypercom.
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Contents Copyright and legal notices iii About This Document xv Purpose . . . . . . . . . . . . . . . Intended Audiences . . . . . . . . . How to Use This Document . . . . . Conventions Used in This Document Security . . . . . . . . . . . . . . . How to Order Documentation . . . . How to Comment on This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Introduction DEFINITY ProLogix Solutions Overview. . . . . . .
Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8 Compact Modular Cabinets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9 Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11 Reliability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-12 2 Desktop/Console Solutions 2-1 Telephones for the Global Marketplace . . . . . . . . . . .
4 Messaging/Voice Response Solutions 4-1 Messaging Systems and Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Messaging Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 INTUITY AUDIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 DEFINITY AUDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 Centralized Messaging vs.
Basic Call Management System Vu . . . . . . . . . . . . . . . . . . . . . . . . 5-15 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16 Call Center Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17 Call Center Deluxe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18 Call Center Elite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19 CentreVu Virtual Routing. . . . . . . .
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10 Third-Party Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-13 8 Telecommuting/Virtual Office Solutions 8-1 DEFINITY ProLogix Features for Telecommuting . . . . . . . . . . . . . . . . . 8-1 Remote Call Coverage/ Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net . . . . . . . . . . . .
Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11 Basic Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-12 Performance Measurements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-13 Call Charge Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-15 Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-16 Call Detail Recording Features . . . . . . . . . . . . . . . . . . . .
Facility Restriction Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-13 Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-14 Network Interfaces and Equipment . . . . . . . . . . . . . . . . . . . . . . . 10-15 Trunk Group Circuits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-15 Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . . . .
DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact Modular Cabinets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DEFINITY Adjuncts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DEFINITY AUDIX System Release 4 . . . . . . . . . . . . . . . . . . . . . . . Guide Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . INTUITY Messaging Solutions Release 5 . . . . . . . . . . . . . . . . . . . . .
About This Document Purpose This document provides an overview of the features, components, and capabilities of DEFINITY® ProLogix™ Solutions. This document provides high-level information about the system; it does not describe how to install, administer, or maintain DEFINITY ProLogix Solutions. For this information, refer to the enclosed documentation library compact disk (CD) (document number 555-235-807). See Appendix B for a listing of the libraries contained on this CD.
About This Document How to Use This Document How to Use This Document Since this document provides an overview of the features, components, and capabilities of DEFINITY ProLogix Solutions, you should read this document to get a basic understanding of DEFINITY ProLogix Solutions. This document describes all of the capabilities that you can add to your DEFINITY ProLogix Solutions, helping you to identify applications that increase the productivity and effectiveness of employees in your company.
About This Document How to Use This Document • Chapter 7, “Computer Telephony Integration Solutions,” describes the applications that merge computer and telephone functions, enabling employees in your company to control their telephones from their personal computers and to use caller ID to access client information. • Chapter 8, “Telecommuting/Virtual Office Solutions,” describes applications that enable employees in your company to work effectively off-site.
About This Document Conventions Used in This Document Conventions Used in This Document The following conventions are used in this document: • The term system is used in general to represent DEFINITY ProLogix Solutions. • The term switch is used to represent other telecommunications switching products. Security The Security of your DEFINITY ProLogix Solutions is extremely important to Lucent Technologies.
About This Document How to Order Documentation How to Order Documentation This document’s order number is 555-235-100, Issue 2. The comcode for this document is 108432139. To order this document, contact: Lucent Technologies BCS Publications Center 2855 North Franklin Road Indianapolis, IN 46219-1385 U.S.A.
About This Document How to Comment on This Document How to Comment on This Document Lucent Technologies welcomes your feedback. Please fill out the reader comment form at the back of the document and return it. If the reader comment form is missing, fax your comments to 1 908 953-6912, and mention this document’s name and number, DEFINITY® ProLogix™ Solutions Release 2.0 (Software Releases 7.1 and Later) Overview, 555-235-100, Issue 2.
1 Introduction DEFINITY ProLogix Solutions Overview DEFINITY® ProLogix™ Solutions is an extremely flexible, global communications system that you can design to get precisely the features and functionality your mid-sized business locations need.
1 Supported Applications Supported Applications DEFINITY ProLogix Solutions Release 2 supports the following platforms: • INTUITY™ AUDIX® Voice Messaging System, Release 4.3 or later • DEFINITY AUDIX Voice Messaging System, Release 3.
1 Supported Applications • DEFINITY Site Administration (DSA) • PassageWay® Direct Connection • Data access products from Paradyne™, Ascend® Communications, and Hypercom® • DEFINITY PC Console Release 2 or later • DEFINITY Attendant Console • Telephones including the globally-designed 6400 series as well as 8500, 8400, 9400, 9100, 8100, 7400, 7300/ATL, and 6200 series • MasterDirectory and PhoneLine applications • Access Security Gateway (ASG) Guard and other security devices • Miscellaneo
1 Application Starter Packages Application Starter Packages DEFINITY ProLogix Solutions offers Application Starter Packages that enable you to implement advanced applications at your own pace, easily and cost effectively in small sizes. When you are ready, you can increase the capacity of the Starter Packages you purchase. Refer to the individual section for more details about each Starter Package.
1 Application Starter Packages • Networking The Networking Starter Package includes the hardware and software you need to provide consistent, enhanced communications among multiple company locations cost effectively. Depending on your business needs, you can select a networking package to provide centralized voice mail, remote call coverage, interoffice Calling Party/Called Party displays, and other productivity-enhancing features.
1 Differences between DEFINITY ProLogix Solutions and DEFINITY ECS Differences between DEFINITY ProLogix Solutions and DEFINITY ECS DEFINITY ProLogix Solutions is a member of the powerful DEFINITY family and provides most of the features found in other DEFINITY ECS systems. (Appendix A provides a list of the features supported by DEFINITY ProLogix Solutions.
1 Differences between DEFINITY ProLogix Solutions and DEFINITY ECS • DEFINITY ProLogix Solutions does not support BX.25 system links that are used for INTUITY/DEFINITY AUDIX DCIU Integration, R3 Call Management System (CMS), CentreVu CMS, or for signaling for DCS networks. However, CLAN supports TCP/IP connectivity for DCS networking and adjuncts such as CentreVu CMS and AUDIX systems.
1 Hardware Hardware The main component of DEFINITY ProLogix Solutions is the new R7csi model, which uses the TN798B processor (a RISC-based central processing unit) and TN2182B Tone-Clock. The TN798B supervises system operation. Cabinets Cabinets are enclosed shelves composed of vertical slots that hold circuit packs. Circuit packs make up the logic, memory, and switching circuitry for the system. Port circuit packs connect to telephones, computers, and trunks.
1 Hardware Compact Modular Cabinets Figure 1 shows a compact modular cabinet. Figure 1.
1 Hardware The compact modular cabinet weighs 50 to 60 lbs. and has the following dimensions: • height: 24.5 inches (62.2 cm) • width: 25.5 inches (64.8 cm) • depth: 11.3 inches (28.7 cm) The R7csi has the following characteristics: • It uses the compact modular cabinet (CMC). • Each CMC has its own power supply. • Up to three cabinets can be connected together in a single-port network. • It enables small organizations to expand while keeping the initial investment moderate.
1 Software Software All DEFINITY ProLogix Solutions throughout the world use the same basic software. To provide this commonality while still accommodating wide variations in configurations and options, the system dynamically allocates internal memory storage. Memory is sized when the system is initialized, selecting the proper software parameters based on the hardware configuration. In addition to the basic software, various optional packages can enhance the capabilities of the system.
1 Reliability Reliability DEFINITY ProLogix Solutions provides the following capabilities: • The system can survive minor power surges (including lightning-induced surges up to 2500 Volts peak) without service interruption. Surge protectors can be purchased for increased coverage. • The system can be placed in less-than-ideal locations since it can handle aboveaverage temperatures and humidity.
2 Desktop/Console Solutions The communications needs of the people in your company may vary widely. Some may need only basic telephone service. Others may need effective messaging services to save valuable time. Still others may require high-speed data communications and access to a variety of host and personal computers.
2 Telephones for the Global Marketplace These families of telephones are designed to accommodate the types of communications various users require. All telephones have touch-tone dialing and the message-waiting lamp for notification of messages.
2 Telephones for the Global Marketplace Digital DCP Telephones Digital telephones using the Digital Communications Protocol (DCP) employ digital transmission for integrated voice and data signals and control signals. Transmission is over a connection consisting of one or two pair of wires. However, the 7400 Series telephones require four pair of wires. Each connection supports one signalling channel and two information (voice and data) channels.
2 Telephones for the Global Marketplace • Group Listen capability, which enables you to use your handset or headset normally while others in the room listen via a speakerphone.
2 Telephones for the Global Marketplace • 6402D telephone The 6402D telephone is a digital, single-line DCP telephone with a 2-line by 16character display. This telephone has a Feature button for accessing up to 12 system features. The 6402D has a 1-way speakerphone and can be wall mounted. There are no soft keys associated with the display. • 6408+ telephone The 6408+ telephone is a digital, multiline DCP telephone that has eight call appearance/feature buttons.
2 Telephones for the Global Marketplace • 6416D+ telephone The 6416D+ telephone is a digital, multiline DCP telephone that has 16 call appearance/feature buttons and a 2-line by 24-character display. This telephone is designed for users with call coverage responsibilities who need multiple line appearances and extensive features. The 6416D+ has 12 additional features that are accessible via the 2-line by 24-character display and are selected by the four display-associated soft keys.
2 Telephones for the Global Marketplace The 6416D+M allows you to install a 100A Tip/Ring module, providing a connection between the telephone and such analog adjuncts as modems, fax machines, analog conference-quality speakerphones, answering machines, and TDD machines commonly used by the hearing impaired. The 6416D+M has a built-in 2-way speakerphone and can be wall mounted. The 6416D+M also has a built-in headset jack.
2 Telephones for the Global Marketplace The 6424D+M allows you to install a 100A Tip/Ring module, providing a connection between the telephone and such analog adjuncts as modems, fax machines, analog conference-quality speakerphones, answering machines, and TDD machines commonly used by the hearing impaired. The 6424D+M has a built-in 2-way speakerphone and can be wall mounted. A 24-button expansion module can be added to provide 24 additional auxiliary buttons.
2 8400 Series Digital Telephones Telephones for the Global Marketplace The 8400 Series telephones are versatile 2-wire/4-wire DCP telephones that offer flexibility and cost savings and support most of the key/hybrid features of DEFINITY ProLogix Solutions. (Table 1 shows the differences between the 8400 Series telephones and 6400 Series telephones.) These telephones detect automatically whether they are plugged into a 2-wire or 4-wire digital line circuit card.
2 Telephones for the Global Marketplace • 8405D telephone The 8405D is a 5-line telephone with a 2-line, 24-character display that can be wall mounted. This telephone has a built-in 2-way speaker and programmable keys. • 8410B telephone The 8410B is a 10-line telephone without a display that can be wall mounted. The 8410B has a built-in 2-way speakerphone and programmable keys. • 8410D telephone The 8410D is a 10-line telephone with a 2-line, 24-character display.
2 Telephones for the Global Marketplace • 8411D telephone The 8411D is a 10-line telephone with a 2-line, 24-character display. This telephone is an enhanced version of the 8410D telephone that has a built-in RJ11C jack, which provides an interface to analog telephone devices (such as a telecopier or a modem) and an RS232 data interface for PassageWay Direct Connection. The 8411D has a built-in 2-way speakerphone and programmable keys.
2 Table 1.
2 Table 1.
2 9400 Series Digital Telephones Telephones for the Global Marketplace The 9400 Series telephones (used only in selected European countries) are digital telephones. The 9403 and 9434 telephones operate in both 2-wire and 4-wire configurations. The 9410D telephone operates only in the 2-wire DCP configuration. DEFINITY ProLogix Solutions supports the following 9400 Series telephones: • 9403 telephone The 9403 telephone is a 3-line digital telephone without a display and can be wall mounted.
2 Telephones for the Global Marketplace • 9434 telephone The 9434 telephone is a digital, multiline telephone that has 34 call appearance/feature buttons and a 2-line by 24-character display. This telephone is designed for the busy executive or executive assistant who requires extensive call handling and call coverage flexibility. The 9434 has a built-in 2-way speakerphone and can be wall mounted. A 24-button expansion module can be added to provide 24 additional auxiliary buttons.
2 Telephones for the Global Marketplace ISDN BRI Telephones Like the digital DCP telephones, ISDN telephones transmit voice, data, and control signals digitally. With the ISDN telephones, however, the transmission employs the world-wide standard BRI protocol between the switch and the telephone. The TN556C BRI station card permits the use of 8500 Series ISDN telephones. Also like the DCP telephones, these telephones can be used with personal computers to expand their digital capabilities.
2 Telephones for the Global Marketplace The 8510T provides 10 buttons for call appearances/flexible features, nine fixed feature buttons, a built-in speakerphone, and a 2-line by 24-character display with four control keys and four soft keys. The display soft keys provide access to a personal directory of up to 30 names and numbers, incoming and outgoing call logs, display contrast adjustment, ringer pattern selection, self-test, clock setting, and a 3-digit password lock.
2 Telephones for the Global Marketplace • 8528T ISDN BRI telephone The 8528T ISDN BRI telephone is an all-around, multi-purpose, mid-range telephone that provides a full array of features for very active telephone users and busy managers, allowing quick and easy access to switch and personal features. This telephone is ideal for executive assistants, top-level managers, conference rooms, and small office/home office environments.
2 Telephones for the Global Marketplace The following analog telephones are available: 6200 Series Analog Telephones • 6200 Series analog telephones • 8100 Series analog telephones • 9100 Series analog telephones The 6200 Series telephones are single-line, analog telephones. There are two 6200 telephones available: • 6210 telephone The 6210 telephone is a single-line analog telephone that can be wall mounted.
2 8100 Series Analog Telephones Telephones for the Global Marketplace The 8100 Series telephones are single-line analog telephones that require one tipand-ring pair for operation. These telephones are not currently sold as new. There are several models of 8100 Series telephones: • 8101M telephone The 8101M telephone is a single-line analog telephone that contains a Message light, selectable personalized ringing pattern, and a Data jack.
2 9100 Series Analog Telephones Telephones for the Global Marketplace The 9100 Series telephones are cost-effective analog telephones (sold outside North America only). These telephones are not currently sold as new.
2 Telephones for the Global Marketplace ~ easily installed on desk or table ~ user-selectable ringer volume and pitch control ~ flashing ringer light that indicates an incoming call ~ flashing Message light ~ Flash button for accessing system features such as Hold and Transfer ~ three memory-dialing buttons ~ ability for you to program ten memory-dialing numbers on the numeric dial pad keys (0 and 1 through 9) ~ on-hook dialing with 1-way speaker ~ Last Number Redial feature ~ Save feature, which enables
2 Telephones for the Global Marketplace ~ flashing Message light ~ Flash button for accessing system features such as Hold and Transfer ~ Last Number Redial feature ~ Save feature, which enables you to save a number in memory for a temporary period of time ~ Mute button ~ Speaker volume control ~ user-selectable ringer volume and pitch control ~ user-adjustable speakerphone volume control DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 2-23
2 Attendant Consoles Attendant Consoles To increase the effectiveness of attendants handling calls, DEFINITY ProLogix Solutions offers the following tools: • DEFINITY 302C Attendant Console (requires connectivity to a 2-wire circuit pack) The DEFINITY 302B Attendant console requires connectivity to a 4-wire circuit pack. • DEFINITY PC Console Release 2.
2 Attendant Consoles DEFINITY PC Console The DEFINITY PC Console is a software application that enables your call attendants to handle incoming calls efficiently by personal computer. Using the familiar Microsoft® Windows® graphical interface, the attendants can easily keep track of how long callers have been on hold and for whom they are waiting. Attendants can monitor up to six calls at once.
2 Requirements Attendant Consoles The following requirements must be met for PC Console to function properly: • an IBM-compatible personal computer with: ~ a Pentium™-based, 100 Megahertz or higher processor ~ a minimum of 16 megabytes (MB) of RAM ~ a minimum of 4 MB of ROM ~ a 3.5-inch disk drive ~ an available COM port ~ sufficient hard disk space.
3 Adjuncts DEFINITY ProLogix Solutions provides the following equipment to supplement services and features of your system and telephones: • power systems • on hold and delayed announcement systems • headsets • audio and visual paging • alerts and sensors • speakerphones • security devices • call accounting systems DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 3-1
3 Power Systems Power Systems Lucent Technologies offers the following solutions to help provide protection from power disturbances and disasters and to provide power for equipment: • Uninterruptible Power Systems (UPS) A UPS helps safeguard your DEFINITY ProLogix Solutions and associated applications from utility power irregularities. During a power failure, the UPS battery activates, supplying power for a limited amount of time.
3 On Hold and Delayed Announcement Systems On Hold and Delayed Announcement Systems Lucent Technologies offers the following external announcement systems for DEFINITY ProLogix Solutions: • Magic On Hold® Express Systems Magic On Hold Express systems provide businesses with fully customized, professionally produced announcements for customer-specific “on hold” environments. The professionally produced announcements are delivered remotely to your company directly from the production studio.
3 Headsets • Professional Announcement Recordings Professional announcement recordings (PARs) enhance Auto Attendant, Automatic Call Distribution (ACD), and Integrated Voice Response (IVR) applications. Professional announcement recordings greet and guide business callers using crisp, clear, and concise voice messages that help optimize the caller’s personal perception of automated communications.
3 Audio and Visual Paging Audio and Visual Paging Lucent Technologies provides overhead voice paging equipment that enables telephone users to make announcements by simply speaking into the handset of their telephone. DEFINITY ProLogix Solutions can support as many as nine paging zones, and one zone can be set up to activate all zones at the same time. (A zone is the location of the loudspeakers: for example, conference rooms, warehouses, or storerooms.
3 External Speakerphones External Speakerphones External speakerphones are available for providing total telephone operation without the use of the handset. Turning on the speakerphone is equivalent to lifting the telephone handset when placing or answering a call. Turning off the speakerphone is equivalent to hanging up the handset. Although the majority of Lucent telephones have built-in speakerphones, external speakerphones are the preferred solution for use in large conference rooms.
3 Security Devices The Access Security Gateway consists of two components: ~ Access Security Gateway Guard The Access Security Gateway Guard protects the DEFINITY ProLogix system from unauthorized access. When users attempt to access the ProLogix system remotely, the Access Security Gateway Guard prompts the users to enter their login ID and then issues a challenge.
3 Security Devices • Remote Port Security Device The Remote Port Security Device is a single-line dial-up port protection system that prevents unauthorized access to a host resource. Host resource dial-up ports are protected by installing the Remote Port Security Device Lock on the analog telephone line leading to the port. Access is provided only when the calling party uses the Remote Port Security Device Key, a unit that is installed on the analog telephone line at the calling party end.
3 Call Accounting Systems Call Accounting Systems Lucent Technologies provides the following products to help you reduce telephone expenses, optimize resources, assign costs, identify abuse, and clearly understand your telephone expenses and convey that understanding to others: • Telecommunications Management System (TMS) Telecommunications Management System is a state-of-the-art, multi-user telemanagement system.
3 Call Accounting Systems • Call Accounting System for Windows The Call Accounting System for Windows allows you to generate comprehensive and accurate accounting reports using the Microsoft Windows 98 or 95 environment. Detailed or summary reports can be expressed in two or three dimensional, color charts and graphs, or in text files suitable for downloading to other applications.The optional toll-fraud detection module enables you to detect fraudulent use of your long-distance services.
3 Call Accounting Systems A traffic engineering option allows you to monitor trunk usage, calling patterns, incoming traffic, and outgoing calls by area code. This allows you to analyze trends summarizing how your equipment is being used. Call Accounting System for Windows is widely compatible and requires little maintenance, even while collecting data, generating reports, and managing remote data collection sites.
3 Call Accounting Systems • INTUITY Call Accounting System If you are using any of the INTUITY voice messaging products, the INTUITY Call Accounting System is probably the best call accounting solution for you. The system works exclusively with INTUITY products, which reside on MAP5P, MAP/40, or MAP/100 computers. (For more information on INTUITY products, see Chapter 4, “Messaging/Voice Response Solutions.
4 Messaging/Voice Response Solutions With less than 30 percent of person-to-person business calls reaching the intended party on the first attempt, day-to-day business can be frustrating. Integration with Lucent Technologies’ multimedia messaging products can help ensure that important calls are not lost. Lucent Technologies’ multimedia messaging and voice response systems provide businesses with the voice processing tools to communicate more efficiently and make time spent on the job more productive.
4 Messaging Systems and Call Coverage Messaging Systems and Call Coverage The INTUITY AUDIX system and DEFINITY AUDIX system can be set up as the last points on a coverage path. Calls are then redirected to AUDIX if they are not answered by a previous station on the path. In addition, a secretary or messaging agent who answers a call can transfer a caller to the AUDIX system “mailbox” of the original called party upon request.
4 Messaging Integration Messaging Integration INTUITY AUDIX DEFINITY ProLogix Solutions supports the following integration methods for use with the Lucent INTUITY systems: LAN Link • LAN Link • Mode Code (in band) communications The LAN link allows the DEFINITY ProLogix Solutions system and the Lucent INTUITY system to communicate over a private, dedicated LAN or using a customer’s LAN.
4 Messaging Integration The DEFINITY Prologix Solutions system with Release 7 or later software can support two C-LAN circuit packs. Each C-LAN circuit pack (TN799) can support 17 LAN ports per circuit pack. Of these ports, only one port supports an Ethernet connection required for use with the Lucent INTUITY system. The Lucent INTUITY system LAN link does not operate with the synchronous point-to-point protocol (PPP) provided by the other ports.
4 Messaging Integration Table 2. Comparison of Integration Types Function LAN Mode Code Mode Code Notes Connection Information: Calling Party ID Yes Yes Called Party ID Yes Yes Internal vs. External Call Yes Yes Direct vs. Redirected Call Yes Yes Busy vs. No Answer Yes No Cannot provide personal greeting for busy/no answer. Call Disconnect Message Yes No Mode Code uses “wink” on line.
4 Messaging Integration Table 2. Comparison of Integration Types Function LAN Mode Code Mode Code Notes Message Waiting Indicator (MWI) Status Yes No Cannot provide “Integrated Notification” of new messages in other services, such as Message Center or LWC on switch. MWI On/Off Yes Yes MWI Audit Yes No Can refresh one at a time. Transfer Out of AUDIX Enhanced Basic Basic transfer via switch-hook flash. Possibility of toll fraud.
4 Messaging Integration Table 2. Comparison of Integration Types Function LAN Mode Code Mode Code Notes Busy Out Voice Ports Yes No “Link Alive” Messages Yes No Time of Day Clock Sync Yes No DCS Transparency Yes No Future work for Mode Code switches. Digital Networking NA NA Not dependent on switch integration. 3 of 3 * With “Basic Transfer”, calls transferred to the switch look like direct calls from the Lucent INTUITY system.
4 Centralized Messaging vs. Networked Messaging DEFINITY AUDIX The DEFINITY ProLogix Solutions system also supports the DEFINITY AUDIX Release 4.0 system, which is integrated with the DEFINITY ProLogix Solutions system using Displays Set Integration. DEFINITY AUDIX Release 4.0 requires only one slot when slot 6 is used, otherwise it is a two-slot board. Centralized Messaging vs.
4 INTUITY AUDIX Messaging Solutions INTUITY AUDIX Messaging Solutions Lucent Technologies INTUITY Messaging Solutions is a powerful messaging system that enables you to record, distribute, and receive messages in various media (for example, voice, fax, and email). The system runs on a MAP5P, MAP/40, MAP/40s, or MAP/100 computer connected to the switch and can accommodate up to 64 voice ports and 1255 hours of stored messages. MAP/40, MAP/40s, and MAP/100 are new with Release 7.1 of DEFINITY software.
4 INTUITY AUDIX Messaging Solutions • Integrated Messaging enables you access and manage incoming voice, fax, and e-mail messages and file attachments from your personal computer or your telephone. A voice message will thus appear in your e-mail mailbox, for example, and vice versa. You can also set options to have just the message headers appear in the alternate mailbox. You can also create a voice or fax message by telephone and send it to an e-mail recipient.
4 INTUITY AUDIX Messaging Solutions • Multiple Personal Greetings enable you to prepare a pool of up to nine personal greetings to save time and provide more personal customer service. Separate messages can indicate you are on the telephone, away from the desk, on vacation, etc. You can assign different messages to internal, external, or after-hours calls. Note: This feature only works in a centralized environment.
4 INTUITY AUDIX Messaging Solutions • Call Answering for Nonresident Subscribers provides voice mailboxes for users who do not have an extension number on DEFINITY ProLogix Solutions. • Full Mailbox Answer Mode informs callers whenever messages cannot be left because there is no room in a subscriber’s mailbox. • Name Record by Subscriber lets you record your own name on the system.
4 INTUITY Message Manager • On-Line Help provides you with instant access to voiced instructions at any time when you are using the system. • Internet Messaging enables you to send or receive messages to anyone via the Internet. INTUITY Message Manager The INTUITY Message Manager provides access to INTUITY AUDIX multimedia messaging processing features on a personal computer connected to a local area network (LAN). It also works with the DEFINITY AUDIX system.
4 INTUITY Message Manager Message processing features available at a subscriber’s PC with INTUITY Message Manager include: • looking at up to sixteen message headers at a time and listening to messages in the order you choose. For subscribers who get many messages, this provides an easy way to view and prioritize messages.
4 DEFINITY AUDIX Voice Messaging System DEFINITY AUDIX Voice Messaging System The DEFINITY AUDIX system is a powerful voice mail system that enables you to create, store, send, and receive spoken messages electronically. Spoken prompts guide you as you enter simple one- or two-key commands at a touch-tone telephone. Subscribers can use the system 24 hours a day, sending and retrieving messages from any touch-tone telephone.
4 DEFINITY AUDIX Voice Messaging System By embedding the voice messaging system within DEFINITY ProLogix Solutions, the DEFINITY AUDIX system provides the following advantages. • Because it is integrated within the switch, separate review and approval by government agencies for compliance with electrical requirements and other technical specifications often are not required.
4 DEFINITY AUDIX Voice Messaging System The entire system is contained on circuit cards, occupying two consecutive slots in a compact modular cabinet (unless the system is in slot 6, where it will only take up one slot). All the major components are economically mounted onto the multifunction board using the latest technology in large-scale integration circuit chips and in surface-mount fabrication.
4 DEFINITY AUDIX Voice Messaging System • Outcalling automatically dials a prearranged telephone number or pager when you have messages in your voice mailbox. • Priority Outcalling automatically dials a prearranged telephone number or pager when you have priority messages in your voice mailbox. • Broadcasting enables you to send a single message to multiple recipients or to all users on the system.
4 DEFINITY AUDIX Voice Messaging System • Sending Restrictions by Community enables you to limit the communities of callers who can communicate via the AUDIX Voice Messaging System. • Group Lists enables you to create mailing lists of up to 250 people to use for broadcasting messages. • Message Forwarding enables you to forward messages with or without attached comments. • Name Addressing enables you to address messages by name if you do not know the extension.
4 INTUITY CONVERSANT INTUITY CONVERSANT The INTUITY CONVERSANT Voice Information System is an interactive voice-response system that automates telephone-call transactions from simple tasks like routing calls to the right department to complex tasks such as registering college students or providing bank balances. It communicates with customers in natural-sounding, digitally recorded speech. And it performs — 24 hours a day and without the services of an operator.
4 INTUITY CONVERSANT INTUITY CONVERSANT Voice Information System also supports a text-to-speech option, a leading-edge technology developed by AT&T and Lucent Technologies. Text-to-speech uses computer-generated synthesized speech to help you automate applications that were previously impractical to implement with prerecorded digitized speech. It is particularly useful for applications that require access to large-volume databases or for applications that access information that frequently changes.
4 Octel 100 Octel 100 Octel 100 is a highly integrated multimedia voice and fax messaging system designed specifically for small and mid-size businesses. By improving voice and fax communication, Octel 100 reduces wasted employee time and thereby cuts customer costs.
4 Octel 100 • Information-on-Demand V-Trees provide multilevel menus of information in a mailbox. These menus can give callers 24-hour-a-day access to spoken (audiotext) and written (fax retrieval) information. • Interview V-Trees enable you to conduct simple surveys by requesting and collecting information from callers. All responses to an interview V-Tree are grouped in a single voice message for playback by the mailbox owner.
4 Octel 100 • Global Group Lists allow users to send messages to all members of that user’s division or company. These lists are created automatically when users are added or modified through system administration. • Cascaded Outcalling (Message Notification) enables Octel 100 Messaging to dial up to eight different telephone or beeper numbers when messages arrive in a user’s mailbox.
5 Call Center Solutions DEFINITY ProLogix Solutions Call Center applications are designed to connect each caller efficiently to the representative best suited to serve that caller. DEFINITY ProLogix Solutions begins the process by capturing information about the caller even before the call is routed. That information is integrated with existing databases (see Chapter 7, “Computer Telephony Integration Solutions”), and the combined data is used to match the caller to the agent.
5 • BCMS Vu, which enhances the capabilities of the Basic Call Management System • Call Center Basic, Call Center Deluxe, and Call Center Elite, which enable you to set up a call center • CentreVu Virtual Routing • CentreVu Advocate • CentreVu Compact Call Center Drop In packages DEFINITY ProLogix Solutions provides an applications platform that consists of several elements.
5 CentreVu Call Management System (CMS) CentreVu Call Management System (CMS) The performance of the CentreVu Call Center is critical to your business success. The CentreVu Call Management System (CMS) supplies the tools needed to use the knowledge of the present as well as the past to improve performance in the future.
5 CentreVu Supervisor Optional features include Multiple ACD reports and “what if” forecasting. CentreVu CMS provides the information needed to manage the people, traffic load, and equipment in an ACD environment. CentreVu CMS operates on a Sun SPARCserver or Ultra enterprise 3500 platform with a high performance RISC processor in conjunction with the ACD features of CentreVu Call Center. Status information is sent to CentreVu CMS from the DEFINITY ECS while ACD activities are in progress.
5 CentreVu Supervisor • connect to a LAN. This also allows a CentreVu Supervisor users to print reports on any network printer for which the user has permissions.
5 CentreVu Explorer II CentreVu Explorer II Transform valuable call center information into timely and useful knowledge. It’s possible with Lucent Technologies CentreVu™ Explorer II - a powerful management tool to help you take your call center reporting capabilities a step further, providing a level of detail that’s more specific than ever before.
5 CentreVu Explorer II • Efficient ANI Analysis CentreVu Explorer II implements powerful analysis and queries of calling party number (ANI). • Customer Classification With the use of Information Indicator (II) digits, available with ISDN, CentreVu Explorer II allows the analysis of a call’s origin, identifying customers who call from pay phones, prisons, hotels, coin, and cellular phones (to mention a few).
5 CentreVu Explorer II Detailed call information, along with the CentreVu Explorer II software, is stored on a Microsoft Windows NT server with SQL 7.0 connected to the call center’s Local Area Network (LAN). Call center personnel simply use their desktop PCs, equipped with standard Web browsers, to access the server and retrieve, sort, and analyze call data stored in the CentreVu Explorer II’s local database. CentreVu Explorer II enables you to track how each and every incoming call was handled.
5 Automatic Call Distribution (ACD) Automatic Call Distribution (ACD) If your company has departments (such as sales, billing, or customer service) that handle large volumes of incoming calls, you can benefit by using DEFINITY ProLogix Solutions’ powerful ACD capabilities. ACD is the basic building block for call center applications. ACD offers you a method for distributing incoming calls efficiently and equitably among available employees or agents.
5 Automatic Call Distribution (ACD) Figure 2.
5 Automatic Call Distribution (ACD) DEFINITY ProLogix Solutions places all Automatic Call Distribution calls into a queue. Each call stays in the queue until an agent becomes available, until an optional timed interval expires, or until the caller hangs up. If the call has not been answered after an administrable period of time, an announcement can be played for queued callers.
5 Automatic Call Distribution (ACD) Additional features give your company even more options when using ACD. • Queue-Status uses button lamps and telephone displays to indicate call status for calls waiting in an ACD queue on telephones with a digital display. It can also display how long the oldest call has been waiting. • Dialed-Number Identification Service allows agents to identify (via display telephones) the purpose of each incoming call and greet the caller appropriately.
5 Basic Call Management System Basic Call Management System The Basic Call Management System, an integrated, internal capability, is a cost-effective solution for small start-up Call Centers or for existing companies with minimum system-measuring/reporting requirements. The Basic Call Management System helps you fine tune your Call-Center’s operation by providing reports with the data necessary to measure your Call Center agents’ performances.
5 Basic Call Management System The following are the types of reports that can be generated: • Real-time reports ~ Agent Status ~ System Status ~ Vector Directory Number Status • Historical reports ~ Agent ~ Agent Summary ~ Split ~ Split Summary ~ Trunk Group ~ Vector Directory Number report DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-14
5 Basic Call Management System Vu Basic Call Management System Vu BCMS Vu Release 2 is a 32-bit software application that runs on Windows 95 and Windows NT 4.0 or later and works with the Basic Call Management (BCMS) software. (BCMS Vu does not support Windows 3.1 or later or Windows for Workgroup 3.11 or later.
5 Basic Call Management System Vu Requirements The following system requirements must be met for BCMS Vu to function properly: • an IBM-compatible PC with: ~ a 486DX/66 or higher processor ~ a minimum of 16 megabytes (MB) of RAM ~ a minimum of 500 MB of hard disk space is recommended. The requirements for disk space on the user’s PC depends on the size of the Call Center configuration and on the requirements for storing the historical data.
5 Call Center Basic Call Center Basic The Call Center Basic package enhances your Call Center by providing the following features: • Automatic Call Distribution (ACD) • Auto Available Split • MIA Across Splits/Skills Option • MIA Treatment for ACW • Multiple Call Handling on Request • Forced Multiple Call Handling • Move Agent/Change Skills while Staffed • Multiple Announcement Boards • Redirect on no Answer (RONA) • Service Observing by Class of Restriction • Service Observing Remote
5 Call Center Deluxe Call Center Deluxe The Call Center Deluxe package enhances your Call Center by including sophisticated Call Center capabilities such as advanced routing and vectoring and expected wait-time announcements.
5 Call Center Elite • ANI/II Digits Routing • ASA Routing • Best Service Routing Single Site • EWT Routing • Vector Directory Number Calls Routing • Wildcard Matching Call Center Elite The Call Center Elite package enhances your Call Center by including all the capabilities of the Call Center Deluxe package in addition to the following features: • Expert Agent Selection • Reason Codes for Login, Logout, and ACW DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-
5 CentreVu Virtual Routing CentreVu Virtual Routing CentreVu Virtual Routing is designed to help you provide the best possible service to your customers and use all your call center resources wisely and cost-effectively. CentreVu Virtual Routing allows multiple locations to work together as a single virtual call center. Its smart routing capabilities monitor and anticipate changing conditions across your virtual call center network to find the best place to deliver each call, every time.
5 CentreVu Virtual Routing speeding the distribution of calls among locations or skills/splits with low call volumes and long hold times. CentreVu Virtual Routing also supports enhanced information forwarding to provide valuable details along with each routed call.
5 CentreVu Advocate CentreVu Advocate You can leverage your call center as a strategic business asset with Lucent Technologies’ innovative CentreVu® Advocate software solution. CentreVu Advocate eliminates the chaos and randomness associated with call handling and provides directed routing with customer-pleasing results. This breakthrough software offers new methodology for aligning your enterprise objectives with agent and management performance and customer needs.
5 CentreVu Advocate • Predicted Wait Time Predicted Wait Time will enable your call center to predict service-affecting events while minimizing the impact on your key call center metrics. By balancing the average speed of call answering across skills, this feature provides more uniform customer service levels. By matching the needs of your caller to the skills of your agent, Predicted Wait Time ensures that all calls are given the best possible service.
5 CentreVu Advocate • Service Level Supervisor with Reserve Agents Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) thresholds for skills and to assign agents as reserve, in the event a skill overruns its threshold. Service Level Supervisor will override your agents normal call handling preference to assist calls from a skill whose threshold has been exceeded.
5 CentreVu Compact Call Center Drop-In Solutions CentreVu Compact Call Center Drop-In Solutions The CentreVu Compact Call Center Drop-In Solutions are an easy and cost-effective way for businesses to implement small call centers. Two packages are available: • Basic Package The Basic Package offers the following features: ~ support for 6, 12, or 25 agents ~ DEFINITY Release 6.
5 CentreVu Compact Call Center Drop-In Solutions ~ CD-ROM-based ACD/Vectoring training ~ CD-ROM based Basic Call Management System administrative training ~ DEFINITY Integrated Announcement circuit pack, which is the hardware that connects into the DEFINITY ProLogix Solutions system to enable delayed announcements.
6 Wireless Solutions Most businesses today struggle to improve customer service and increase profits while they control costs and staff size. That means employees have to be more productive, more responsive, and often more mobile. Wireless solutions allow you to control costs by reducing time and resources spent on paging employees, interrupting work to find a telephone, rushing to answer calls, or being tethered to the desk waiting for an important call.
6 Medium Range Mobility Solution Figure 3.
6 Medium Range Mobility Solution TransTalk 9000 is available in two configurations: • complete system, consisting of a carrier that holds up to six radio modules, MDW 9031 pocket phone, and corresponding charging cradles, radio modules, and holsters • stand-alone, consisting of a single radio module, wireless telephone, charging cradle, and holster The wireless telephones have the following features: • crystal clear voice quality • consistent privacy and secure operation • Intercom feature • Co
6 Long Range Mobility Solutions Long Range Mobility Solutions Lucent Technologies offers two robust systems that will keep you in touch with customers, coworkers, and suppliers wherever you go in your office complex—desk-to-desk, office-to-office, or office-to-warehouse. In both systems, overlapping zones enable you to move about freely without changing telephones (Figure 4).
6 Long Range Mobility Solutions Figure 4.
6 Long Range Mobility Solutions The DEFINITY Wireless Business System R2 - PWT (for the U.S. and Canada) and the DEFINITY Wireless Business System - DECT Adjunct Solutions (for international) are similar in many respects. The DEFINITY Wireless Business Systems can be integrated with DEFINITY ProLogix Solutions, and thus have some inherent efficiencies. The DECT system uses an adjunct device. It also uses an international industry standard that is more common in some parts of the world.
6 Long Range Mobility Solutions The DEFINITY Wireless Business System R2 - PWT is fully integrated with DEFINITY ProLogix Solutions and offers users full access to DEFINITY ProLogix Solutions features.
6 Long Range Mobility Solutions The DEFINITY Wireless Business System - DECT Adjunct provides the following software to manage the system: • System Manager, which provides management capabilities over the wireless system. The System Manager is used to load and back up system files, upgrade circuit packs, and display system alarms. • DECT Manager, which manages all of the DECT radio components of the system.
6 Starter Application Package Starter Application Package The Wireless Starter Package enhances mobility within your business locations by enabling employees to receive important calls when they are away from their desks. Available in single-zone and multizone packages for anywhere from 1 to 25 users, the Wireless Starter Package gives workers convenient business calling features in compact handsets.
6 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Starter Application Package Issue 2 June 1999 6-10
7 Computer Telephony Integration Solutions Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal computers, which can increase productivity and customer satisfaction through the exchange of information between the PC and the telephone. CTI applications integrate data processing, data communications, and voice communications. DEFINITY ProLogix Solutions supports the following types of CTI applications.
7 Server-Based Solutions Server-Based Solutions DEFINITY ProLogix Solutions supports third-party CTI applications via ASAI and TCP/IP links. These CTI links are supported on DEFINITY ProLogix Solutions using the MAP-D (Multi-application Processor for DEFINITY) processor complex. The MAP-D processor complex consists of a Pentium based processor running Unixware operating system software and special driver software.
7 Server-Based Solutions Third-Party Applications All of the third-party CTI applications currently supported by DEFINITY ECS are also supported by DEFINITY ProLogix Solutions. The following is a list of some CTI applications that are currently available. Availability of these applications varies by country. • SmartRoute SmartRoute is a sophisticated routing system for call center environments.
7 Server-Based Solutions When Sixth Sense detects a particular event, it triggers a script to take a particular action such as opening or closing applications, querying or updating databases, popping screens, generating documents, faxing information, or prefilling forms. By automating these activities, Sixth Sense saves call center agents a significant amount of time.
7 Server-Based Solutions • Fast Call® Agent 3.0 FastCall Agent is the next generation of Lucent’s most popular CTI middleware product known as FastCall. This new release is newly designed and now offers an even easier installation and usability than ever before. FastCall Agent provides a broad range of CTI functionality without requiring changes to applications or development of custom software programs.
7 PassageWay Direct Connection Solutions PassageWay Direct Connection Solutions PassageWay Direct Connection products bring the telephone and personal computer together into an integrated voice and data workstation that can greatly enhance communications and productivity. PassageWay Direct Connection is well-suited for those users who are constantly conducting business using both a Windows-based personal computer and a telephone and want to boost their efficiency.
7 PassageWay Direct Connection Solutions PassageWay Telephony Manager R2.0 PassageWay Telephony Manager is a set of computer telephony integration (CTI) applications that enable you to control telephone calls (both incoming and outgoing) directly from your IBM-compatible PC. These applications run with Microsoft Windows 95 and Microsoft Windows NT 4.0 or later and provide you with an interface between your PC and DEFINITY ProLogix Solutions via your telephone.
7 PassageWay Direct Connection Solutions • Phonebook Phonebook is a PC application that enables you to maintain names, addresses, telephone numbers, and other information you need in a “card file.” You can place calls directly from Phonebook “cards,” and you can set Telephony Manager to match the telephone numbers of incoming calls (caller ID) with entries in Phonebook.
7 PassageWay Direct Connection Solutions • Auto-Task Manager Auto-Task Manager is an application that enables you to specify criteria (for example, incoming call or outgoing call, calling party number, calling party name, or call prompting digits) that will “trigger” scripts to run automatically. For example, suppose you created a script that automatically redirects incoming calls to a specific extension.
7 PassageWay Direct Connection Solutions Requirements The following system requirements must be met for PassageWay Direct Connection to function properly: • An IBM-compatible personal computer with: ~ a 486 or higher processor (Pentium recommended) ~ a minimum of 16 megabytes (MB) of RAM ~ a minimum of 25 MB of hard disk space ~ a 3.
7 PassageWay Direct Connection Solutions • Any of the following telephones: ~ 6400 series telephone ~ 8400 series telephone ~ 7400 series telephone ~ CALLMASTER 4-wire Digital Communications Protocol telephone (with adjunct power) • Local adjunct power (or closet power) for the PassageWay adapter • PassageWay adapter (The PassageWay adapter is not required if you have an 8411D, 8411B, or CALLMASTER VI telephone.
7 PassageWay Direct Connection Solutions Figure 5 shows two typical PassageWay configurations. Figure 5.
7 PassageWay Direct Connection Solutions Third-Party Applications The following third-party CTI applications that use PassageWay Direct Connection are currently available. Availability of these applications varies by country. • FastCall FastCall delivers multiple CTI capabilities for the Call Center type environment as well as the Knowledge Worker desktop.
7 PassageWay Direct Connection Solutions The primary target market for FastCall is the Knowledge Worker or Informal Call Center Agent who wants to automate an existing Windows application (for example, Lotus Organizer, ACT, Paradox, Access, Telemagic, FoxPro, Rumba/AS400, etc.) to perform one of the tasks defined previously (for example, inbound Screen Pop). FastCall works with Windows 95 and Windows NT 4.0 or later operating systems.
7 PassageWay Direct Connection Solutions ~ Screen Pop, which automatically launches a supported third party application that contains more information about the caller. ~ Address Book, which stores additional information about your contacts and up to 10 pages of notes for each contact. ~ Data Exchange, which is a utility program that imports names and telephone numbers into SNAP Connection.
7 PassageWay Direct Connection Solutions • PhoneLine® PhoneLine provides online access to up-to-date enterprise directory information and provides the resources to use the information in networked, stand-alone, and mobile computing environments. It improves worker productivity by freeing users from struggling with outdated paper directories and providing them with fast online access to accurate corporate and personal directories.
8 Telecommuting/Virtual Office Solutions Lucent Technologies’ research, supported by industry studies, shows that telecommuters are generally 15 to 30 percent more productive when they work at home. They convert travel time into productive work time, are less likely to be distracted by normal office routines, and frequently end up working longer hours with greater output. During severe weather, they can continue working when others cannot. Special DEFINITY system modules are available for telecommuting.
8 DEFINITY ProLogix Features for Telecommuting Remote Call Coverage/ Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net Remote Call Coverage and Call Forwarding Off-Net allow calls to be redirected to a remote location. This allows you to have calls placed to your office telephone number redirected to your home office.
8 Pipeline 15 Station Security Codes Station Security Codes protect access to telephone stations. Now these codes can be changed by the telephone users. This feature enables you to easily ensure protection of your console features.
8 DEFINITY Extender Installing and configuring the PipeLine 15 is easy. The Pipeline 15 connects to an IBM-compatible PC, Macintosh®, or UNIX® workstation via an RS-232 serial cable and has a powerful graphical user interface that enables users to set up and configure their unit in less than 15 minutes.
8 AUDIX Features for Telecommuting AUDIX Features for Telecommuting The following INTUITY AUDIX and DEFINITY AUDIX features are useful for telecommuting: • Multiple Personal Greetings allow subscribers to prepare a pool of up to nine personal greetings to save time and provide more personal customer service. Separate messages can indicate the subscriber is on the telephone, away from the desk, on vacation, etc. Note: This feature only works in a centralized environment.
8 Starter Application Package For example, when working at home, you set up Priority Outcalling so the system will call you when you have messages marked “priority” by the caller. Then you activate a personal greeting that says something like, “Thanks for calling. I’m working away from the office today. I’ll be checking voice mail periodically, so please leave a message. If your message is urgent, press 2 after recording it. This will give your message priority status.
9 System Administration Solutions Managing a powerful communications system like DEFINITY ProLogix Solutions was once a formidable task, requiring specially trained administrators who could operate complex programming tools. But, as the capabilities of systems become more sophisticated, so too have the tools that administer them. DEFINITY ProLogix Solutions offers a variety of easy-to-use modular tools for managing your system.
9 System Management Terminal and Applications System Management Terminal and Applications DEFINITY ProLogix Management Terminal and Enterprise Management Applications are two fundamental options for managing different systems based on size and requirements. They have been designed with similar user interfaces. Screen layouts and the use of commands and keys are much the same. This means that you can migrate from one option to another smoothly and with minimal training.
9 System Management Terminal and Applications DEFINITY Site Administration Release 1.0 DEFINITY Site Administration is a new, general-purpose DEFINITY System Management tool that makes basic administration of the DEFINITY system more convenient. With this application, users can navigate, display, add, modify, and/or remove the DEFINITY system and related object more easily than they could using an SAT terminal.
9 System Management Terminal and Applications DEFINITY Site Administration provides the following functionality: • Browser The Browser provides navigation and access to features and services. The user creates hosts and their related data objects and accesses their DEFINITY and/or AUDIX hosts from the Browser. The Browser is based on a standard tree view and forms the central user interface component in DEFINITY Site Administration.
9 System Management Terminal and Applications • Scheduler The Scheduler enables users to specify a task to run at a specific date and time. A task is a collection of one or more operations that users can specify to run at a predetermined time. Tasks can be generated from either the Graphically Enhanced DEFINITY Interface, the Add User Wizard, or Call Accounting Data Export. • Event Log The Event Log enables users to view the results of running and completed tasks.
9 System Management Terminal and Applications • Call Accounting Data Export The Call Accounting Data Export feature enables users to export information on stations, trunks, agent login identification, Authorization Codes, and trunk circuits from the DEFINITY ProLogix system to share with any third party call accounting program that can work with DEFINITY Site Administration.
9 System Management Terminal and Applications • Create Station Templates Wizard The Create Station Templates wizard steps users through easy-to-follow instructions on how to create station templates. • Add Bridged Appearances Wizard The Add Bridged Appearances wizard steps users through easy-to-follow instructions on how to add bridged appearances to telephones. • Out of Service Trunks The Out-of-Service Trunks feature creates a task that checks periodically for outof-service trunks.
9 Terminal Administration Terminal Administration DEFINITY ProLogix Solutions includes features that ease, simplify, and accelerate the administration process from a terminal. Portless Administration/Administration Without Hardware The Administration Without Hardware feature gives you the ability to administer station forms without specifying a port location. Administered stations will not cause alarms or errors to be generated when the station is translated but not yet installed.
9 Terminal Administration The Administration Without Hardware feature can be used to streamline system initializations, major additions, and rearrangement/changes by allowing telephone translations to be entered before the actual ports are assigned.
9 Terminal Administration Automatic Station Relocation/Terminal Translation Initialization DEFINITY ProLogix Solutions provides terminal translation initialization, a feature that works with the Administration Without Hardware feature. (Terminal translation initialization is part of the Portless Administration/Administration Without Hardware feature, but it can also be a stand-alone feature.
9 Scheduling Scheduling DEFINITY ProLogix Solutions’ functional scheduling enables you to specify the time at which a command will be executed or to specify that it should be executed on a periodic basis. Only commands that do not require user interaction after being entered on the command line (such as list, display, test) can be scheduled.
9 Basic Reporting Basic Reporting DEFINITY ProLogix Solutions has built-in capabilities for generating reports. These reports are available without special hardware or software. System Measurements reports supply information on the status of all communication facilities. These reports help determine the efficiency of resources, including but not limited to trunk groups, hunt groups, and the attendant group.
9 Performance Measurements DEFINITY ProLogix Solutions also includes the following reports: • The Class-of-Restriction report lists the extensions that have a particular Class of Restriction value or that fall within a range of Class of Restriction values. • The Class-of-Service report lists the extensions that have a particular Class of Service value or that fall within a range of Class of Service values.
9 Performance Measurements The Traffic Summary report offers additional measurements that help configure the switch, determine the switch’s capacity for growth, and report unauthorized switch-access attempts. These measurements can be used to verify that your system and its users are not experiencing performance degradation due to overloaded switch resources.
9 Call Charge Information Call Charge Information DEFINITY ProLogix Solutions provides two ways to know the approximate charge for outgoing calls: • Advice of Charge — For ISDN trunks Advice of Charge collects charge information from the public network for each outgoing call. Charge advice is a number representing the cost of a call; it is recorded as either a charging or currency unit.
9 Call Detail Recording Call Detail Recording Also included in the timely and efficient management of your communications system is the management and control of call costs. The Call Detail Recording capability enables you to monitor and analyze call patterns and usage in your system. DEFINITY ProLogix Solutions has enhanced the Call Detail Recording capabilities available to you.
9 Call Detail Recording • use a second Call Detail Recording port for sending Call Detail Recording data to a second source • provide Call Detail Recording call splitting, which allows incoming and outgoing calls to be split into separate call records in order to track calls that transferred to other internal parties DEFINITY ProLogix Solutions includes the Variable Format Records feature, which provides a flexible means of incorporating new fields in the call detail record as new switch features and n
9 Call Detail Recording Call Detail Recording Devices The following output devices are supported by DEFINITY ProLogix Solutions: • local storage devices such as the Call Detail Recording Unit and any customerprovided storage device with an RS-232C interface • processing devices — such as the Lucent Technologies Call Accounting System Plus, Cost Allocator, or host processors — that are supported over an RS-232C interface with XON/XOFF flow control • asynchronous ASCII printers with RS-232C interface
9 Call Detail Recording Call Accounting System for Windows The Call Accounting System for Windows enables you to generate comprehensive and accurate accounting reports using the familiar Microsoft Windows environment, which can run several tasks at once. See “Call Accounting Systems” in Chapter 3 for more information. Call Accounting System NT The Call Accounting System NT has equivalent functionality as Telecommunications Management System, but only offers call accounting.
9 Security Security Besides the toll-fraud detection options available with the DEFINITY Call Accounting Systems (described in the previous section), DEFINITY ProLogix Solutions includes many other security features, some of which are an integral part of the system design. Security Violation Notification Security violation notification identifies potential hackers’ attempts to access DEFINITY ProLogix Solutions.
10 Trunking and Networking Solutions DEFINITY ProLogix Solutions provides not only powerful voice and data capabilities, but connections to a variety of voice and data networks as well. Lucent Technologies has long been a leader in networking. DEFINITY ProLogix Solutions continues to build on those established networking strengths to offer you network management features, network interfaces, a variety of private network configurations, and end-toend ISDN capabilities.
10 Distributed Communication System With Uniform Dial Plan, a unique 4- or 5-digit number is assigned to each station on the network. This unique number (location code plus extension) can be used at any location in the Electronic Tandem Network to access that station. DEFINITY ProLogix Solutions enhances the standard uniform dial plan with the unrestricted 5-digit uniform dial plan, which allows up to five digits to be parsed for call routing.
10 Distributed Communication System Here are just a few examples of feature transparency in a Distributed Communication System: • Leave Word Calling — Allows you to touch a button on your voice-terminal and leave a standard “call me” message with your name and phone number. When your DEFINITY ProLogix Solutions is linked with other switches in a DCS, you can call any employee in your company and press the Leave Word Calling button to automatically leave a message requesting a call back.
10 Distributed Communication System To support DCS customers, DEFINITY ProLogix Solutions can transport DCS messages over ISDNPrimary Rate Interface D channels. As a result, you are not limited to private-line connections between your various locations. You can also use the Software Defined Network (SDN) services.
10 Adding DEFINITY ProLogix Solutions to Existing DCS Networks Adding DEFINITY ProLogix Solutions to Existing DCS Networks If your company has an existing DCS network of multiple systems, DEFINITY ProLogix Solutions can be added to this network using either TCP/IP or ISDN-PRI D-channel signaling. If all the nodes in the DCS network use the same type of connectivity — either all TCP/IP or all ISDN-PRI — then the new sites can be added directly.
10 Adding DEFINITY ProLogix Solutions to Existing DCS Networks Figure 6. DCS Network with TCP/IP, ISDN-PRI, and BX.25 Signaling 3 1 2 10 2 8 6 5 9 2 1 7 10 3 4 1 1) DEFINITY ProLogix Solutions or another DEFINITY ECS 6) Existing DCS BX.25 Network 2) Signaling via TCP/IP 7) Signaling via BX.
10 QSIG Global Networking QSIG Global Networking DEFINITY ProLogix Solutions is a pioneer in providing compatibility with the QSIG global networking protocol. This means you can connect DEFINITY ProLogix Solutions with other switches throughout the world. Lucent Technologies developed the QSIG Global Networking feature to comply with the QSIG standards developed by the European Computer Manufacturer’s Association and the International Standardization Organization.
10 World Class Routing World Class Routing DEFINITY ProLogix Solutions has been designed to be a world-class system that meets the needs of both domestic and global customers. One capability essential in meeting those needs is the ability to flexibly dial any location in the world, regardless of the dial plan used at that location. In recognition of this requirement, DEFINITY ProLogix Solutions has been designed with World Class Routing.
10 World Class Routing World Class Routing supports the Automatic Route Selection and Automatic Alternate Routing as separate features, but through generalized administration applicable to both features, provides both the same routing abilities. In addition, there are a number of capabilities that enhance the flexibility of routing in supporting your domestic and/or global calling requirements.
10 Network Management Features Network Management Features DEFINITY ProLogix Solutions has a variety of features that enable you to manage your network resources effectively.
10 Network Management Features Automatic Route Selection Automatic Route Selection routes public network calls on the most desirable (usually the most economical) trunking facilities available on your DEFINITY ProLogix Solutions when the call destinations are accessible through your public network. DEFINITY ProLogix Solutions supports up to 254 routing patterns.
10 Network Management Features Generalized Route Selection Generalized Route Selection gives you the capability to select not only the optimal call routing based on the dialed number, but also select the appropriate facility based on the type of call. Generalized Route Selection enhances Automatic Route Selection and Automatic Alternate Routing by incorporating additional parameters such as the type of call to be used in the decision of how a call is routed.
10 Network Management Features Facility Restriction Level Facility Restriction Levels are used to limit user calling privileges for incoming and outgoing calls. The Facility Restriction Level determines if a call attempt is permitted and which routes can be used or denied in the routing process. Eight levels of Facility Restriction Levels can be assigned to telephones, computers, and system management tools.
10 Network Management Features Authorization Codes Authorization codes are used on particular calls to raise a telephone’s Facility Restriction Level temporarily. This feature is useful for those who make calls from telephones other than their own or from outside the network. If a call you dial is blocked because the telephone’s Facility Restriction Level is too low, you can enter your authorization code.
10 Network Interfaces and Equipment Network Interfaces and Equipment DEFINITY ProLogix Solutions supports a variety of interfaces to voice and data networks. Trunks supply links between DEFINITY ProLogix Solutions, the public network, and other switches. DS1 interfaces offer high-speed digital connectivity between switches. Trunk Group Circuits Trunks provide the communications links between DEFINITY ProLogix Solutions and other switches, including central office switches and other premises switches.
10 Network Interfaces and Equipment • 800-service trunks, which let your business pay the charges for inbound longdistance calls so that callers can reach you toll-free • Direct Inward Dialing trunks, which connect DEFINITY ProLogix Solutions to the local central office for incoming calls dialed directly to stations without attendant assistance • Digital Service 1 trunks, which can be used to provide T1 or ISDN Primary Rate Interface service Tie Trunks Tie trunks carry communications between DEFINIT
10 Network Interfaces and Equipment Incoming Call Identification (ICLID) on Analog Trunks DEFINITY ProLogix Solutions supports incoming calling party information on analog trunks in the United States and Japan. In these countries, the user’s terminal displays calling party information. Name and calling number are available from central offices in the United States; only the calling number is available from central offices in Japan.
10 Network Interfaces and Equipment T1 Interfaces When planning your networking requirements, one of the options you should consider is multiplexing over Digital Services 1 (DS1) facilities. As the industry standard for interconnecting digital systems, DS1 is an economical alternative to analog trunking arrangements.
10 TCP/IP Interfaces Network Interfaces and Equipment C-LAN DEFINITY ProLogix Solutions supports the C-LAN port circuit pack, which provides TCP/IP connectivity over 10BaseT Ethernet to adjuncts such as CMS (Call Management System) and INTUITY AUDIX. C-LAN also provides either 10BaseT or PPP (point to point protocol) signaling for DCS.
10 Integrated Services Digital Network (ISDN) Network Interfaces and Equipment DEFINITY ProLogix Solutions provides complete ISDN support for up to 500 stations (600 ports). Demonstrating its role as a leader in making ISDN a universal reality, Lucent Technologies makes it possible for anyone connected to DEFINITY ProLogix Solutions to benefit from ISDN capabilities and features. ISDN eliminates the need for multiple, separate access arrangements for voice, data, facsimile, and video services and networks.
10 Network Interfaces and Equipment Integrated Services Digital Network - Basic Rate Interface (ISDN-BRI) DEFINITY ProLogix Solutions can connect to equipment or endpoints that support an Integrated Services Digital Network (ISDN) by using the Basic Rate Interface (BRI). This feature is a 192-Kbps interface that carries two 64-Kbps B-channels and one 16-Kbps D-channel.
10 Centralized Attendant Service Centralized Attendant Service DEFINITY ProLogix Solutions owners who have more than one switch location can benefit greatly by using the Centralized Attendant Service feature. Centralized Attendant Service reduces the number of required attendants, and, in most cases, all those attendants can be located at one of the switch locations, called “main.” Switches at the other locations, called “branches,” redirect their calls to the Centralized Attendant Service main.
10 Main/Satellite/Tributary Main/Satellite/Tributary If you have modest network requirements, a main/satellite/tributary configuration is an attractive possibility for private networking. In this configuration, one DEFINITY ProLogix Solutions location is the main, and remote switches are satellites or tributaries. Attendant positions and public network facilities are usually concentrated at the main. All calls to or from a satellite pass through the switch at the main.
10 Electronic Tandem Network Electronic Tandem Network If your company requires a medium-to-large network spanning a large geographic area, nationwide or even worldwide, Electronic Tandem Network is the answer. An Electronic Tandem Network is a wide-area private network that tandems calls through one or more switches to route the calls to their destinations.
10 Multimedia Communications Multimedia Communications DEFINITY ProLogix Solutions multimedia communications combine regular telephone features with personal computers to enhance your conference calls and data sharing, making it possible to edit reports and exchange graphic files online.
10 Multimedia Communications ~ World Class Routing - Automatic Alternate Routing/Automatic Route Selection selects the most cost-effective routing for calls, based on available resources and carrier preference. ~ Voice Mail Integration - You can access your DEFINITY AUDIX or INTUITY AUDIX voice messaging system from Multimedia Communications Exchange. ~ Call Coverage - DEFINITY ProLogix Solutions tracks Multimedia Communications Exchange calls that are sent to coverage.
10 Multimedia Communications • Multimedia Call Handling (MMCH) Multimedia Call Handling is an H.320-compliant product that lets the DEFINITY network handle voice, video, and T.120 data transmissions to voice terminals and personal computers. You can conduct video conferences and share personal computer applications with colleagues at remote sites while taking advantage of the powerful call-handling and routing features of DEFINITY ProLogix Solutions.
10 Starter Application Package Starter Application Package The Networking Starter Package includes the hardware and software you need to provide consistent, enhanced communications among multiple company locations cost effectively. Depending on your business needs, you can select a networking package to provide centralized voice mail, remote call coverage, interoffice Calling Party/Called Party displays, and other productivity-enhancing features. Call your Sales Representative for details.
A Features This appendix provides a list of the features of the DEFINITY ProLogix Solutions arranged in the following categories: • Automatic Routing Features • Basic Features • Call Center Features • Hospitality Features • Private Networking Features • Trunk Group Features This appendix lists all DEFINITY ProLogix Solutions’ capabilities available anywhere. Some of the listed features are optional.
A Automatic Routing Features Automatic Routing Features The DEFINITY ProLogix Solutions provides a variety of automatic-routing features for public and private networks. Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) are the foundation for these automatic-routing features. They route calls based on the preferred (normally the least expensive) route available at the time the call is placed.
A Basic Features Basic Features The following features are supported with DEFINITY ProLogix Solutions: • Abbreviated Dialing • Administered Connections • Administrable Language Displays • Administration Without Hardware • Alphanumeric Dialing • Alternate Operations Support System Alarm Number • Answer Detection • Attendant Auto-Manual Splitting • Attendant Backup Alerting • Attendant Call Waiting • Attendant Calling of Inward Restricted Stations • Attendant Console • Attendant Con
A Basic Features • Attendant Direct Extension Selection With Busy Lamp Field • Attendant Direct Trunk Group Selection • Attendant Display • Attendant Intrusion (Call Offer) • Attendant Override of Diversion Features • Attendant Priority Queue • Attendant Recall • Attendant Release Loop Operation • Attendant Serial Calling • Attendant Split Swap • Audible Message Waiting • Audio Information Exchange Interface • Authorization Codes • Auto Start and Don’t Split • Automatic Callbac
A Basic Features • Automatic Exclusion • Automatic Incoming Call Display • Automatic Route Selection/Automatic Alternate Routing Shortcut Dialing • Automatic Transmission Measurement System • Block Collect Call • Bridged Call Appearance — Multi-Appearance Telephone • Bridged Call Appearance — Single-Line Telephone • Bulletin Board • Busy Verification of Terminals and Trunks • Call Charge Information • Call Coverage • Call Detail Recording • Call Forwarding • Call Park • Call Pi
A Basic Features • Class of Service • Code Calling Access • Conference — Attendant • Conference — Terminal • Consult • Controlled Toll Restriction • Coverage Callback • Coverage Incoming Call Identification • Crisis Alert to a Digital Station • Customer-Provided Equipment Alarm • Data Call Setup • Data Hot Line • Data Privacy • Data Restriction • Default Dialing • Demand Print • Dial Access to Attendant DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 Ju
A Basic Features • Dial Plan • Dialed Number Identification Service • Distinctive Ringing • Dual DCP I-Channels • Easy Beyond Today • Emergency Access to the Attendant • Enhanced Abbreviated Dialing • Enhanced Voice Terminal Display • Extended User Administration of Redirected Calls • External Device Alarming • Facility Busy Indication • Facility Test Calls • Fiber Link Administration • Go to Cover • Group Listen • Group Paging • Hold DEFINITY ProLogix Solutions Release 2
A Basic Features • Hold — Automatic • Hunt Groups • Individual Attendant Access • Integrated Directory • Integrated Services Digital Network — Basic Rate Interface (ISDN-BRI) • Intercept Treatment • Intercom — Automatic • Intercom — Dial • Internal Automatic Answer • Last Number Redial • Leave Word Calling • Line Lockout • Listed Directory Number • Loudspeaker Paging Access • Manual Message Waiting • Manual Originating Line Service • Manual Signaling DEFINITY ProLogix Solu
A Basic Features • Misoperation Handling • Modem Pooling • Multi-Appearance Preselection and Preference • Music-on-Hold Access • Night Service • Numeric Terminal Display • PC/PBX Connection • Personal Station Access • Personalized Ringing • Power Failure Transfer (Emergency Transfer) • Priority Calling • Privacy — Attendant Lockout • Privacy — Manual Exclusion • Public Network Call Priority • Pull Transfer • Recall Signaling • Recorded Announcements DEFINITY ProLogix Solut
A Basic Features • Recent Change History • Recorded Announcement • Recorded Telephone Dictation Access • Remote Access • Restriction — Controlled • Ringback Queuing • Ringer Cutoff • Ringing — Abbreviated and Delayed • Security Violation Notification • Send All Calls • Station Hunting • Station Security Codes • Station User Administration • Telephone Self Administration • Temporary Bridged Appearance • Tenant Partitioning • Terminal Translation Initialization DEFINITY ProL
A Basic Features • Terminating Extension Group • Timed Reminder and Attendant Timers • Transfer • Transfer — Outgoing Trunk to Outgoing Trunk • Translation Copy Protection • Trunk Flash • Trunk Group Busy/Warning Indicators to Attendant • Trunk Identification By Attendant • Trunk-to-Trunk Transfer • Visually Impaired Attendant Service • Voice Message Retrieval • Voice Terminal Alerting Options • Voice Terminal Display • Whisper Page • World Class Tone Detection • World Class
A Call Center Features Call Center Features DEFINITY ProLogix Solutions offers the following features designed to help you set up and maintain a modern Call Center: • Abandoned Call Search • Add/Remove Skills • Agent Call Handling • Auto-Available Split • Automatic Call Distribution • Basic Call Management System • Best Services Routing (Queue to Best) • Call Prompting • Call Vectoring • Calling Party/Billing Number • CentreVu Advocate • CentreVu Virtual Routing • Direct Agent Ann
A Call Center Features • Flexible Billing • Inbound Call Management • Intraflow and Interflow • Enhanced Look-Ahead Interflow • Malicious Call Trace • Multimedia Call Handling • Multiple Call Handling • Queue Status Indications • Reason Codes • Redirection on No Answer • Service Observing • Universal Call ID • VDN in a Coverage Path • VDN of Origin Announcement • Voice Response Integration • VuStats DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 199
A Hospitality Features Hospitality Features The following features are designed for use in the hospitality industry. Other features listed elsewhere may be of use in this industry, however. The Attendant Crisis Alert feature, for example, described in the Basic Features section of this appendix, is primarily used in lodging establishments. That feature is listed as a basic feature because it is available on any system that has the appropriate attendant console.
A Private Networking Features Private Networking Features The great expandability of DEFINITY ProLogix Solutions makes it a logical choice for setting up private networks.
A Private Networking Features • DCS Over ISDN-PRI D-channel • DCS Trunk Group Busy/Warning Indication • DCS With Reroute • Enhanced DCS • Extended Trunk Access • Extension Number Portability • Inter-PBX Attendant Calls • Node Number Routing • Private Network Access • QSIG • QSIG Call Completion • QSIG Call Forwarding (Diversion) • QSIG Call Independent Signaling Connections • QSIG Call Transfer • QSIG DCS Interworking - Called Number ID • QSIG Message Waiting Indication (MWI)
A Private Networking Features • QSIG Path Replacement • QSIG Value - Called Number ID • Transit Counter • Uniform Dial Plan • User to User Information over Public Network DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 A-17
A Trunk Group Features Trunk Group Features DEFINITY ProLogix Solutions offers an array of features for managing trunk groups efficiently: • ATM-CES Trunks • ATM Trunks • Brazil — R2 MFC Backwards Signal • Call-by-Call Service Selection • Caller ID on Analog Trunks • CAMA - E911 Trunks • DS1 Trunk Service (T1 and E1) • Digital Multiplexed Interface • Facility and Non-Facility Associated Signaling • IP Trunks • ISDN — BRI and PRI • Japan — 2MB Digital Trunk • Russia — Incoming ANI
B Documentation Library This appendix contains a list, by main menu category, of all the user documents available on the DEFINITY ProLogix Solutions Document Library CD. These documents are also listed in the CD insert booklet. To order paper copies of these or other DEFINITY documents, contact the Lucent Technologies Publications Center at the address and phone number on the back of the title page of this document.
B DEFINITY ECS Release 7.1 (and later) Administration & Operations CentreVu Agent Installation and Administration, 585-215-815, 107969578, Issue 1 DEFINITY Extender Remote Module System User’s Guide, 555-230-796, Issue 2 DEFINITY Extender Switch Module System Administrator’s Guide, 555-230-532, 107825051, Issue 3 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 DEFINITY ECS Release 7.
B DEFINITY ECS Release 7.
B DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact Modular DEFINITY ECS Release 7.1 (and later) Installation & Maintenance for Compact Modular Cabinets ATM Installation, Upgrades, and Administration, 555-233-106, 108343815, Issue 1 Change Description.
B DEFINITY Adjuncts DEFINITY Adjuncts Call Accounting System for Windows User’s Guide, 555-006-517, 107848756, Issue 2 DEFINITY Extender Remote Module System User’s Guide, 555-230-796, Issue 2 DEFINITY Extender Switch Module System Administrator’s Guide, 555-230-532, 107825051, Issue 3 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Remote Port Security Device User’s Guide, 555-024-402, 107748717, Issue 1 DEFINITY AUDIX System Release 4 A
B Guide Builder Multiple Personal Greetings Quick Reference, 585-300-705, 107419251, Issue 5 Planning, 585-300-602, 108356130, Issue 1 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Screens Reference, 585-300-213, 108356098, Issue 1 Security Handbook, 555-025-600, 108074378, Issue 6 Security Handbook Addendum, 555-025-600ADD, 108422536, Issue 1 System Description, 585-300-214, 108356106, Issue 1 Voice Messaging Outcalling Quick Reference,
B INTUITY Messaging Solutions Release 5 INTUITY Messaging Solutions Release 5 AMIS Analog Network, 585-300-512, 108413543, Issue 7 AUDIX Administration and Data Acquisition Package, 585-302-502, 108359167, Issue 14 INTUITY Messaging Solutions Release 5 Documentation, 585-313-803, 108344847, Issue 1 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Security Handbook, 555-025-600, 108074378, Issue 6 Security Handbook Addendum, 555-025-600ADD,
B Telephones PassageWay Telephony Manager R2 for DEFINITY ECS Getting Started, 560-201-109, 108239393, Issue 2 PC Console R2 Quick Reference, 555-230-740, 108095118, Issue 1 PC Console R2 User’s Manual, 555-230-806, 108095100, Issue 2 ProLogix R2 Getting Started, 555-235-105, 108432030, Issue 1 ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 Telephones 6400 Series Multi-line Telephones User’s Guide, 555-230-739, 108339029, Issue 2 6400 Series Single-line Telephones User’s Guide, 555-230-738, 108138
B Telephones ProLogix R2 Overview, 555-235-100, 108432139, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9030P Wireless Pocket Phone Installation and Use, 503-801-160, 107972010, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9030 Wireless Pocket Phone Quick Reference, 503-801-161, 107993149, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9031/9031 DCP Wireless Pocket Phone Installation and Use, 503-801-166, 108406166, Issue 2 TransTalk 9000 Digital Wireless System: MDW 9031/9031 DCP Wirel
B DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Telephones Issue 2 June 1999 B-10
Index Numerals 6200 Series telephones 2-19 6400 Series telephones 2-3 7300/ATL Series telephones 2-15 7400 Series telephones 2-8 800-service trunks 10-16 8100 Series telephones 2-20 8400 Series telephones 2-9 8500 Series telephones 2-16 9100 Series telephones 2-21 9400 Series telephones 2-14 A Access Security Gateway 3-6 adjuncts Access Security Gateway 3-6 alerts 3-5 audio paging 3-5 Call Accounting System for Windows 3-10 Call Accounting System NT 3-11 call accounting systems 3-9 delayed announcement sy
Index administration terminal 9-8 Administration Without Hardware 9-8 Advice of Charge 9-15 alerts 3-5 A Automatic Alternate Routing description 10-11 Multinational World Class 10-9 World Class Routing 10-8 Automatic Available hunt groups 5-12 Attendant Position reports 9-14 Automatic Call Distribution (ACD) Automatic Available hunt groups 5-12 Call Center 5-9 Dialed-Number Identification Service 5-12 hunt groups 5-11 Interflow 5-11 Malicious Call Trace (MCT) 5-12 Queue Status 5-12 queuing 5-11 redirecti
Index B Basic Call Management 5-13 Basic Call Management System 5-13 Call Center 5-13 measurements 5-13 reports 5-14 BCMS Vu 5-15 B call accounting systems 3-9 applications supported 9-18 Call Accounting System for Windows 3-10, 9-19 Call Accounting System NT 3-11, 9-19 Call Accounting System Terminal 9-19 INTUITY Call Accounting System 3-12, 9-19 Telecommunications Management System 3-9, 9-18 Bearer Capability Class description 10-12 requirements 10-12 Call Answer Disable 4-10 BRI telephones 2-16 C
Index C Call Center, (continued) CentreVu Explorer II 5-6 CentreVu Supervisor 5-4 CentreVu Virtual Routing 5-20 Drop-In Solutions 5-25 features A-12 routing 5-1 call redirection Call Coverage 5-11 Interflow 5-11 Intraflow 5-11 Call Center Basic 5-17 CallMaster digital telephones 5-11 Call Center Deluxe 5-18 central office trunks 10-15 Call Center Drop-In Solutions 5-25 Centralized Attendant Service 10-22 Call Center Elite 5-19 centralized messaging 4-8, 10-3 Call Charge information 9-15 CentreV
Index Commence 7-15 Compact Call Center Drop-In Solutions 5-25 compact modular carrier cabinets 1-9 Computer Telephony Integration Solutions Commence 7-15 FastCall 7-5, 7-13 Intuition 7-4 PassageWay Direct Connection 7-6 PassageWay Service Provider 7-9 PassageWay Telephony Manager 7-7 PhoneLine 7-16 Server-Based Solutions 7-2 Sixth Sense 7-3 SmartRoute 7-3 SNAP Connection 7-14 third-party applications 7-3, 7-13 configurations main/satellite/tributary 10-23 standard reliability 1-12 CONVERSANT voice response
Index description 10-1 E E Dialed-Number Identification Service ACD 5-12 E1 interfaces 10-17 Digit Conversion 10-8 Electronic Tandem Network 10-24 digital interfaces 10-17 Enhanced Lists 4-10 Digital Service 1 trunks 10-16 equipment network 10-15 Digital Services 1 (DS1) interface DEFINITY ECS support 10-18 multiplexing 10-18 Extended User Administration of Redirected Calls (Telecommuting Access), telecommuting 8-2 digital telephones 2-3 Direct Inward Dialing trunks 10-16 distributed communica
Index G features Alternate Facility Restriction Level 10-13 AUDIX telecommuting 8-5 Centralized Attendant Service 10-22 Network Management 10-10 telecommuting 8-1 hunt groups Automatic Available 5-12 interflow 5-11 overflow 5-11 queuing 5-11 redirection of ACD calls 5-11 foreign exchange trunks 10-15 hybrid telephones 2-15 Full Mailbox Answer Mode 4-12, 4-18 I G Integrated Messaging 4-10 Generalized Route Selection Automatic Route Selection 10-11 description 10-12 Group Lists 4-12, 4-19 H hardware
Index Internet Messaging 4-13 Intraflow Call Coverage paths 5-11 redirection of ACD hunt group calls 5-11 L M Magic On Hold 3-3 Magic On Hold Express 3-3 Intuition 7-4 main/satellite/tributary configurations 10-23 INTUITY AUDIX 4-9 Malicious Call Trace (MCT), ACD 5-12 INTUITY Call Accounting System 3-12, 9-19 MAP-D board 7-2 INTUITY CONVERSANT 4-20 INTUITY Message Manager 4-13 measurements performance 9-13 IP interface 10-19 measurements, Basic Call Management System ISDN 10-20 capabilities and
Index Multinational World Class Automatic Alternate Routing 10-9 N O Multiple Personal Greetings 4-11, 4-17 Octel 100 4-22 Multiple Personal Greetings, telecommuting 8-5 On-Line Help 4-13, 4-19 multiplexing DS1 interface 10-18 Outcalling 4-11, 4-18 N Outcalling, telecommuting 8-5 P Name Addressing 4-12, 4-19 paging 3-5 Name Record by Subscriber 4-12, 4-18 PassageWay Direct Connection 7-6 network equipment 10-15 interfaces 10-15 management 10-10 PassageWay Service Provider 7-9 Network Manage
Index power systems 3-2 Pre-Addressing 4-10 Print Text 4-10 Priority Messaging 4-11, 4-17 Priority Outcalling 4-11, 4-18 Priority Outcalling, telecommuting 8-5 Q redirection of calls Interflow 5-11 Intraflow 5-11 Redirection on No Answer, ACD 5-12 release-link trunks 10-17 reliability 1-12 private networking features A-15 remote access telecommuting 8-2 trunks 10-17 professional announcement recordings 3-4 Remote Call Coverage, telecommuting 8-2 Private Messaging 4-12, 4-19 Remote Port 3-6 Remote Por
Index routing Automatic Alternate Routing 10-11 Automatic Route Selection 10-11 Call Center calls 5-1 Generalized Route Selection 10-12 Time of Day 10-10 S scheduling 9-11 security xviii, 9-20 security devices Access Security Gateway 3-6 Remote Port Security Device 3-8 Security Violation Notification 9-20 S Site Data reports 9-13 Sixth Sense 7-3 SmartRoute 7-3 SNAP Connection 7-14 software basic 1-11 CONVERSANT voice response 5-1 optional 1-11 Software Defined Network (SDN), DCS features not supported 10-
Index T System Management DEFINITY ProLogix Management Terminal 9-2 DEFINITY ProLogix Solutions 9-1 DEFINITY Site Administration 9-3 Terminal 9-2 T T1 interfaces 10-18 Tandem Traffic reports 9-14 TCP/IP interfaces 10-19 Telecommunications Management System 3-9, 9-18 telecommuting AUDIX features 8-5 Call Answering for Nonresident Subscriber 8- 5 Call Forwarding Off-Net 8-2 DEFINITY Extender 8-4 DEFINITY ProLogix Solutions features 8-1 Extended User Administration of Redirected Calls (Telecommuting Ac
Index U telephones, (continued) overview 2-1 single-line 2-18 speakerphones 6-1 wireless 6-3 trunks 800-service 10-16 auxiliary 10-16 central office 10-15 Direct Inward Dialing 10-16 DS1 10-16 foreign exchange 10-15 local exchange 10-15 miscellaneous 10-17 release-link 10-17 remote access 10-17 tie 10-16 Wide Area Telecommunications Service 10- terminal administration 9-8 terminal power supplies 3-2 Terminal Translation Initialization 9-10 Text-to-Speech 4-10 tie trunks 10-16 Time of Day Routing 10-10
Index voice messaging systems call coverage 4-2 centralized messaging 4-8 DEFINITY AUDIX 4-15 integration 4-3 INTUITY AUDIX 4-9 INTUITY Message Manager 4-13 networked messaging 4-8 Octel 100 4-22 W W Wide Area Telecommunications Service trunks 10-15 Wireless solutions 6-1 wireless telephones, features 6-3 World Class Routing 10-8 voice response systems INTUITY CONVERSANT 4-20 DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 IN-14
